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ProProfs Help Desk REVIEW

Customer Support Software

5 user reviews
USER SATISFACTION 100%
OUR SCORE 8.5

What is ProProfs Help Desk?

ProProfs Help Desk is a cloud-based customer service help desk ticketing software that features shared inboxes, knowledge base, and chat for seamless collaboration and faster issue resolution, resulting in better customer experience and immense customer satisfaction.

The software is designed to simplify the management of all customer-facing inboxes, enabling support teams to categorize support emails via labels, internal notes, and priorities and provide timely expert responses and deliver quick resolutions to questions and issues.

Knowledge base functionality dramatically reduces ticket support requests to as much as 80%. An internal knowledge base for employees can also be set up to speed up employees access to documentation, guides, manuals, and tips, helping them become familiar with their clients’ issues and give them intelligent responses and resolutions. Other notable features include live chat, smart reports, and surveys.

Overview of ProProfs Help Desk Benefits

Automated Ticket Creation

ProProfs Help Desk automates the ticket creation process, allowing agents to concentrate on their priority tasks instead of wasting time manually creating tickets and entering details. As tickets are automatically generated, agents become more productive and effective, resulting in more tickets getting addressed and resolved.

Shared Inbox Functionality

Your help desk agents have access to all shared inboxes, allowing them to see customer tickets that are either being acted on, waiting for support, or resolved. All interactions are visible and every issue is tracked, helping agents device a more effective approach and resolution to the customer’s issue or request. Such functionality results to faster and better ticket resolution, which then leads to customer satisfaction.

Reliable Company Image and Reputation

When customers are happy with your support, your business is bound to get great ratings. ProProfs Help Desk has all the tools you need to deliver high quality customer support and resolve their issues in time, which greatly enhances the reliability of your brand.

Targeted Agent Training and Management

ProProfs Help Desk enable management to track agent performance as individuals and team players using customer feedback and surveys. This allows the management to identify any areas that are problematic and require attention and help determine factors that push agent productivity and efficiency.

Overview of ProProfs Help Desk Features

  • Track Tickets
  • Prioritize Tickets
  • Solve Tickets
  • Share Knowledge
  • Instant Support
  • Train Agents and Customers
  • Optimized For Mobile Devices
  • Scalable Solution

What Problems Will ProProfs Help Desk Solve?

Timely responses to customers with faster ticket resolution

John is a customer support agent and receives loads of customer queries and requests on a daily basis. He is often overloaded with so many requests at the same time that one or, the other tickets are left unattended or, unresolved. Thanks to ProProfs Help Desk! John can easily track all queries, bugs, and requests from the simple email-like interface of the help desk software. Besides, he can organize, prioritize, discuss, and track requests. John can see who is working on which ticket; ensuring that tickets are not lost.

Feature: Issue tracker, email-like interface

Collaborative teamwork

Christina is 32 weeks pregnant and will be on her maternity leave in four weeks. Being Product Manager, she will be receiving loads of product-related queries from customers. She may be unable to attend them during the leave. But, her company uses help desk software that allows customer support team and others to collaborate with a shared inbox. With ProProfs Help Desk in place, her product team can access and view customer queries and requests. Tickets can be assigned according to priorities and those that need immediate attention. There is also appropriate and faster ticket resolution using collaboration features, such as notes, history, alerts, priorities, child tickets, and knowledge base.

Feature: Shared inbox

Improved agent performance

Johnson is a customer success manager. He is disappointed with the overall performance of his customer support team but, doesn’t know which of his agents lack adequate customer support skills. One of his business friends, Van, told him about the ProProfs Help Desk and how it benefitted his company to track agent and ticket performance. Integrated with ProProfs Survey Maker, a survey tool, Van could easily monitor help desk ratings over time; keeping track of agents’ performance as individuals and in teams. With Net Promoter Score (NPS) surveys and customer surveys, Johnson’s friend could improve customer service. Capturing customer feedback is, indeed, instrumental in targeted agent training.

Feature: Survey Maker

Awards & Quality Certificates

Award
Award

ProProfs Help Desk Position In Our Categories

Position of ProProfs Help Desk in our main categories:

100

ProProfs Help Desk is one of the top 100 Customer Support Softwareproducts

Top
50

ProProfs Help Desk is one of the 50 Help Desk Softwareproducts

100

ProProfs Help Desk is one of the 100
Customer Support Software products

50

ProProfs Help Desk is one of the 50
Help Desk Software products


If you are considering ProProfs Help Desk it may also be a good idea to examine other subcategories of Best Customer Support Software gathered in our base of SaaS software reviews.Help Desk & Ticketing Software, Remote Support Software, IT Service Management Software

Since each enterprise has unique business needs, it is sensible for them to refrain from seeking a one-size-fits-all perfect software solution. Needless to say, it would be futile to try to find such an app even among popular software solutions. The smart thing to do would be to list the various vital factors that require consideration such as main features, budget, skill levels of workers, company size etc. Then, you should do your groundwork thoroughly. Read some ProProfs Help Desk reviews and look into each of the other apps in your shortlist in detail. Such exhaustive homework can make certain you discard ill-fitting platforms and choose the solution that offers all the elements you require for business success.

How Much Does ProProfs Help Desk Cost?

ProProfs Help Desk Pricing Plans:
Free trial
Free
Free
Team
$49/month or $39/month (Annual Billing)
Business
$89/month or $79/month (Annual Billing)
Enterprise
$499/month or $939/month (Annual Billing)

ProProfs Help Desk offers the following basic and enterprise pricing packages:

Free

  • 1 User
  • 1 Inbox
  • 100 Tickets/Month
  • 1 Department/Team
  • 1-Month Ticket History

Team – $49/month or $39/month (Annual Billing)

  • 3 Users
  • 1 Inbox
  • Unlimited Tickets
  • 1 Department/Team
  • 6-Month Ticket History
  • Auto-Response
  • Canned Responses
  • Ticket Ratings
  • Phone Support

Business – $89/month or $79/month (Annual Billing)

  • All Team Features
  • 5 Users
  • 3 Inboxes
  • 3 Departments/Teams
  • 1-Year Ticket History
  • Basic Reports
  • Routing
  • Child Tickets
  • Roles & Permissions

Enterprise – $499/month or $399/month (Annual Billing)

  • All Business Features
  • Unlimited Users
  • Unlimited Inboxes
  • Unlimited Departments/Teams
  • Unlimited Ticket Ratings
  • Enterprise Reports
  • Audit & Admin Controls
  • SLA & Custom License

User Satisfaction

We realize that when you make a decision to buy Customer Support Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and ProProfs Help Desk reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with ProProfs Help Desk. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

POSITIVE SOCIAL MENTIONS

4

NEGATIVE SOCIAL MENTIONS

0

Video

Technical details

Devices Supported
  • Web-based
Language Support
  • English
Pricing Model
  • Monthly payment
  • Annual Subscription
Customer Types
  • Small Business
  • Large Enterprises
  • Medium Business
Deployment
  • Cloud Hosted

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE
  • LIVE SUPPORT
  • TRAINING
  • TICKETS

What are ProProfs Help Desk pricing details?

ProProfs Help Desk Pricing Plans:
Free trial
Free
Free
Team
$49/month or $39/month (Annual Billing)
Business
$89/month or $79/month (Annual Billing)
Enterprise
$499/month or $939/month (Annual Billing)

ProProfs Help Desk offers the following basic and enterprise pricing packages:

Free

  • 1 User
  • 1 Inbox
  • 100 Tickets/Month
  • 1 Department/Team
  • 1-Month Ticket History

Team – $49/month or $39/month (Annual Billing)

  • 3 Users
  • 1 Inbox
  • Unlimited Tickets
  • 1 Department/Team
  • 6-Month Ticket History
  • Auto-Response
  • Canned Responses
  • Ticket Ratings
  • Phone Support

Business – $89/month or $79/month (Annual Billing)

  • All Team Features
  • 5 Users
  • 3 Inboxes
  • 3 Departments/Teams
  • 1-Year Ticket History
  • Basic Reports
  • Routing
  • Child Tickets
  • Roles & Permissions

Enterprise – $499/month or $399/month (Annual Billing)

  • All Business Features
  • Unlimited Users
  • Unlimited Inboxes
  • Unlimited Departments/Teams
  • Unlimited Ticket Ratings
  • Enterprise Reports
  • Audit & Admin Controls
  • SLA & Custom License

What integrations are available for ProProfs Help Desk?

ProProfs Help Desk integrates with the following business systems and applications:

  • ProProfs Knowledge Base
  • ProProfs Chat
  • ProProfs Survey Maker

User reviews


User reviews in total: 5

3
1
1
0
0

Average Rating:

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The most favorable review

Margaret Malone

3 months ago


Pros: The best part about ProProfs Help Desk is the shared inbox feature. I can keep track of all the tickets and also send them forward to the right department easily! Another thing I love about this software is the issue tracker. Tracking tickets is so easy now!

Cons: I think the reporting feature can be a little better.

The least favorable review

Anonymous Reviewer

6 months ago


Pros: I have found proprofs help desk to be the best customer support software till date. It has played a crucial role in reducing support costs with less number of tickets generated. My agents can also save their time by not having to answer the same questions of customers.

Cons: There are none aspects in proprofs help desk that I find problematic.

Roberge Mark
Report a concern

Published 2 months ago
Verified
user
I like the custom fields feature of Proprofs help desk, as my operators can gather the right amount of information from customers at one go. My operators have thus grown...



What do you think about this review? Great Poor
Margaret Malone
Report a concern

Published 3 months ago
The best part about ProProfs Help Desk is the shared inbox feature. I can keep track of all the tickets and also send them forward to the right department easily! Another...



What do you think about this review? Great Poor
Anonymous Reviewer
Report a concern

Published 4 months ago
Shared inbox, issue tracking, and in-built survey are a few of the best aspects of the proprofs help desk. I cannot imagine my customer support team delivering an...



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Anonymous Reviewer
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Published 5 months ago
Pro
review
Shared inbox and canned responses are the key features of proprofs help desk. Its use has simplified the job of my agents. My customers now feel more delighted than...



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Anonymous Reviewer
Report a concern

Published 6 months ago
Pro
review
I have found proprofs help desk to be the best customer support software till date. It has played a crucial role in reducing support costs with less number of tickets...



What do you think about this review? Great Poor

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